Service Desk Analyst Overseas
3 days ago
As a Technical Support Specialist, your primary responsibility will be to provide technical support to users through various channels such as phone, email, and self-service. You will be required to offer remote assistance to users, ensuring a high level of resolution at the first point of contact. It is essential to maintain a high standard of customer service for all support queries, following the Incident Management Process.Ownership of user incidents is key in your role, and you should be proactive in addressing user issues. Additionally, logging all calls on the Service Desk toolset and documenting any software or hardware problems detected are part of your daily tasks. Accurate and truthful information must be captured from users on all incidents and requests, emphasizing CI relationships for Asset Management.Responding to user requests promptly and assisting them in resolving hardware or software requirements will be crucial. You will support users in utilizing IT equipment by providing guidance and advice when needed. Escalating more complex calls after capturing all relevant information in the ticket is also part of your duties.Collaborating with third-party technical support for incidents or requests requiring external expertise is essential. Identifying trends and major incidents and reporting them to the first-line team leader immediately is vital for continuous improvement.In terms of performance measures, you will be expected to meet service level targets for creating, resolving, and closing service desk calls on a monthly basis. Maintaining a high level of service to customers and the business, meeting SLAs as per yearly objectives, and delivering consistent and reliable service for all incidents and service requests are key metrics for success. Correctly categorizing incidents, setting priorities based on impact versus severity, and escalating complex service issues are critical aspects of your role.Your personal skills should include excellent telephone and customer service manners, a good understanding of IT hardware setup and configuration, focus on quality, strong customer service skills, self-motivation, excellent interpersonal skills, and good organizational skills to ensure effective implementation of company processes and procedures.Education-wise, having ITIL Foundation or a similar certification would be advantageous. Industry IT standard certifications such as MCP or equivalents are preferred. A minimum of one year of previous support experience in an IT support environment or a similar role, expertise in troubleshooting Microsoft Office applications, familiarity with Windows and MacOS operating systems, understanding of ITIL framework, and experience in supporting users in a Citrix Environment or remote desktop tools are desirable qualifications for this position.,
Excellent telephone customer service manner
Good organisational skills to ensure that company processes
procedures are put in place
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